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FAQs

General

What is Packapill?

Packapill is an Australian digital platform connecting patients to their local pharmacy and facilitating pharmaceutical delivery services in the Perth Metropolitan area. Packapill has partnered with AHPRA registered physicians and a range of trusted pharmacy locations to take some of the stress out of feeling unwell.

Download the app on Android or iOS, and start taking back time with Packapill!

Using the Packapill App

Upload


Take a clear photo of your prescription using the in-app camera, or upload an image from your phone gallery. Try to take your photo so that all four corners of the page are clearly visible, and provide both scripts as shown in the template for Repeat prescriptions. You’ll be asked a few screening questions about your condition and medication history to help the pharmacist process your order.

*Please be sure to retain the hard copy of your prescription for the delivery driver*

 

Browse

 

Packapill has partnered with a range of trusted pharmacies in your area to choose from. Once you’ve provided your delivery address, tap to choose Click & Collect or Home Delivery, then choose your preferred pharmacy. If everything in your order looks right, submit your order request.

Order

 

The pharmacy will receive your order request and will confirm their price for the order. You’ll receive a notification to complete payment – Select your preferred payment method, complete the transaction and wait for our Packapill delivery network to deliver your order.

 

Complete

 

When the delivery driver arrives, you’ll verify the order with your app order number/ Script ID and sign to accept. You’ll also provide the delivery driver with the original prescription you used to process your order, so they can return it to the Pharmacy. Without this prescription the driver can’t deliver your order, so be sure to keep it on hand!

Do I need a prescription to use Packapill?

Currently you’ll need a valid prescription in order to use the Packapill platform, however in an update coming soon over the counter (OTC) items can be included in your order.

Please note we don’t fulfil S8 medication prescriptions through our service.

What is a Packapill partner pharmacy?

Packapill partners are established and reputable Australian pharmacies with locally employed pharmacists and pharmacy technicians to provide you with trusted and reliable service, every time.

How do I order Repeats?

There are a few steps involved in processing a repeat prescription.

For the first repeat, upload your prescription to be filled as usual. Please ensure that you provide both your repeat and original hardcopies to our delivery driver when completing the order – by default the Pharmacy will retain your repeats on site.

You can find repeats under the ‘My Repeats’ section of the app. Tapping My Repeats will show you your  ongoing prescriptions –  you can see how many repeats are remaining on the script, and the days left on your current medication schedule.
To fill the next repeat, you can tap ‘Order’ and begin processing the order through the same fulfilling Pharmacy as before.

Prescriptions on file can be picked up at any time from your fulfilling Pharmacy.

Who sets the Medication prices?

The Pharmacy sets the price of the medication.

When you place an order request to a Partner pharmacy, that location will independently determine the price they provide based on their own pricing list.

Delivery

How long will it take to receive my order?

You’ll receive updates in the app to follow your order. We’ll let you know when your order is being processed, when you’ll need to pay, when the medication has been dispensed and when your delivery is on its way. You’ll see an estimated delivery time at check out.

Typically, pick up orders will be ready in 30 minutes and deliveries completed within 3 hours of placing your order.

Schedule ahead for a preferred delivery date and time, or order Click & Collect to pick your order up 30 minutes after payment confirmation. Click & Collect orders will be retained at the pharmacy for 7 days after processing, and will be automatically cancelled if left uncollected. 

Where does Packapill deliver?

Currently we deliver within Perth Metropolitan areas, however we have plans to expand to other regions soon. Stay tuned!

What are your operating hours?

Items can be ordered at any time, and orders will be processed depending on the operational hours of the pharmacy you choose. Delivery times are allocated based on the three 3-hour delivery windows available as indicated in-app.

Our delivery service network operates from 9 am until 7 pm, Monday to Friday, and from 9 am to 5 pm on weekends. For same day delivery please ensure your order is confirmed prior to 4 pm; note orders placed after this time may only be available for next-day delivery.

Click & Collect is available depending on the operational hours of the pharmacy you select.

How much is delivery?

A flat rate delivery charge of $4.99 applies to each order, as does a convenience fee of $0.99 for usage of the platform.

Can I modify my order?

Once you’ve placed your order and the pharmacy has confirmed the medication we’re unable to modify the details of the order. This includes the items within the order, and the pharmacy you’ve selected to process your order request.

You’ll have to cancel the order and process another.

What if I’m not home?

Unfortunately you will need to be home to accept your delivery.

Delivery drivers are required to return orders back to the fulfilling pharmacy if you aren’t home to sign for the order, or if you are unable to provide the prescription used for the order.

If you miss your delivery, please contact your fulfilling pharmacy.

I have an issue with my order.

While we strive to make every order easy, unfortunately errors can occur along the line.

If you’ve received incorrect items in your order, please contact the issuing partner pharmacy that dispensed your medication. It’s important that all packaging remains intact and medication seals remain unbroken.

For further support you can contact us at care@packapill.com using your Packapill registered email ID and the transaction details of the order.

You can also send us an email to provide feedback on how your order went!

How do I cancel my order?

Orders can only be cancelled prior to checkout. 

To cancel your order just press ‘Cancel Order’ at checkout, or head to ‘My Orders’ in the app menu and tap ‘Cancel’ in the ‘Order Details’ section of the app before you finalise your payment.

Payments

What Payment Methods can I use?

We accept both Credit and Debit Card (Visa, MasterCard and Amex) payments. At our secure checkout please select your preferred payment option and await your order Invoice as confirmation.

Does Packapill accept cash?

No, we don’t accept cash for delivery or store pick up. Rest assured, all payments completed in the app are secure!

I have a Payment issue.

If your payment can’t be processed, please make sure you’ve entered your card details and payment method correctly. 

You can contact us via email at care@packapill.com using your Packapill registered email ID and we’ll get back to you as soon as we can.

If you find a ‘transaction failed’ error but your order has been deducted from your account, please reach out to us via email for a refund.

Returns and Refund

Do you accept returns?

To help ensure customer safety and quality assurance, our partner pharmacies don’t accept medication returns due to a change of mind.

Please check your package carefully at the time of delivery.

How can I request a Refund?

If you receive an incomplete order/ prescription, or receive damaged or incorrect items, we apologise – and you may be entitled to a refund. 

For us to process a transaction refund request, please write to us at care@packapill.com and detail your transaction number and the nature of the mistake in your order – include photos if appropriate.

Packapill requires all medication items to be returned to the issuing pharmacy in their original condition.

Refund requests must be lodged within the next business day from the order date. Items which are opened, partially used or disfigured are not eligible for refund. Items being returned should be in their original packaging with medication seals, labels and barcode intact.

Refund transactions will be processed within 3-10 business days, depending on your banking institution or method of payment.